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Delivery dispute - dismissive customer service
My online order never arrived, so my dispute is really with Australia Post as it was definitely dispatched. However I contacted Jo Mercer asking for help/advice as Australia Post weren't responding. I was basically told it wasn't their problem and, I quote to "Have a nice day". Hard pass. I wasn't looking for replacement shoes or a refund - just some help. There are hardworking retailers out there who deserve my money - this lot don't. How different this review would have been had the customer service experience been different.
Incredibly poor packaging
The packaging is terrible making the product feel inferior - which is dissappointing given it is a present for my partner.
It is not a postal issue as it left the warehouse in this condition with repairs evident (sticky tape).
Your employees need to be trained to properly package and care for your product.
2 x pairs of boots and quick delivery to NZ
I was skeptical after I placed an order on the Sunday 28th June 2020. I had not purchased anything from JM before and I saw a great pair of boots and a sale ad come up on my Instagram. I didn't think about checking reviews so I purchased them as the deal was great and the look of the boots were beautiful.
After Weds 1st July 2020, I hadn't received a dispatch notification which I usually do when purchasing online, so I checked the reviews on JM and there was a lot of negative feedback so I then got cold feet (pun unintended) and was nervous t...hat I too would have the same outcome as the others have had. So I reached out to customer service outlining my concerns cause I didn't want to wait or loose money. Customer service got back to me within 24 hours with my "tracking number" and were friendly and professional (Stacey from VIC Thank you), which I was ecstatic about - also my order was already in transit to New Zealand. The boots were delivered today Monday 6th July. I am glad I had a happy transaction - only feedback I have for JM is you need to send out tracking information as so as orders have left the store/Warehouse and are in transit. Thank you, my boots are beautiful, true to size (I am 7.5NZ), well made and comfortable - quick delivery too. Cheers J
I would give them nothing if I could!!!
I ordered 2 pairs online and they sent me a 36 not a 38. They sent the wrong size, I asked for the right size which they didn't have so I asked for a refund. They have told me it wasn't their mistake and that they will refund me as 'goodwill'! No you will refund me as you have not been able to supply them as ordered.
Customer service is also very unresponsive. Will never buy from them again, either instore or online. The worst.
If I could put 0 stars I would!
Don’t order anything online, it will take months before you see it and I’m between your wait period you will never hear a word on where on earth your order is. Worst online experience ever!
Poor customer service!
I ordered a pair of shoes and after almost a week I had not even received a confirmation. I had to chase it up and finally got in touch with someone via email. I was disappointed to find out that the shoes I had purchased were not even in stock. I was offered no compensation for the inconvenience. They refunded me for the shoes however they did not refund me for the postage fee I had to pay. I have still not been refunded or heard anything further.
I bought 2 pairs of the fierce ankle books during a sale and unfortunately they are so uncomfortable they make my feet ache . My feet are burning within a few hours of wearing them. Such a waste of money
Extremely excellent customer service
Needed to contact customer service as I wanted to purchase a pair of shoes online. The staff members couldn’t be more helpful, they went above and beyond. Extremely happy with the service.
Sale is so worth it!
I recently bought 2 pairs of podiatrist recommended shoes. Wasted my money as it caused me pain. So, I hopped onto Jo Mercer online. I don't know why I didn't do this sooner. The sale meant that I bought 2 pairs of shoes for the price of one.
The are so comfy for someone who works on her feet for the day. Thank you for saving my feet!
Great quality shoes, complicated refund/exchange policy that isn't great for consumers
I have a few pairs of Jo Mercer shoes and they are good quality & I like their style range. They don't however offer refunds on sale items and they have quite a complex refund policy when it comes to their special sales. Be very careful to check their returns/exchanges policy before you buy!
- Online store
- Verified customer
The quickest delivery out there!
This is my second review of Jo Mercer. I have worked in car sales for 18months now and would have gone through a pair of shoes each 4-5 months (constantly walking around car yards wears office type shoes out quickly) but I can’t fault the quality of these shoes! Plus the shipping is always amazingly fast!! I live in rural Victoria, purchased 2 x pairs of shoes on Thursday night & they had arrived on Monday morning!! Great store, fantastic shoes & the speediest delivery! Keep up the awesome work (:
- Online store
- Verified customer
Great shoes, easy to order online and efficient service . Prompt delivery and have never needed to return an item. The shoes l have purchased have worn well and have looked great.
- Online store
- Verified customer
Omgsh SO beautiful ! ! !
I was looking for a simple heel, low height and leather. I wanted a stiletto heel not block. The only ones I found online that were simple, not super high yet low key and classy were high end brand over $900! (Jimmy choo). I even considered saving for those as options were no good anywhere! And when I found something nice it was either fake leather, too high or too pricey! Until I found the Scare Ankle Strap Sandal.. It's the perfect height at 8.5cm as my limit is 10cm! I usually buy things online only to find when I open the package the items ...look cheap or bad quality but OMGSH!!!! I posted a facebook photo ASAP! I just wanted to express how happy I am not sell my soul for a simple heel and... I actually just re-ordered a second pair the exact same! Because one day when I wear these out I will be on the hunt again! I couldn't believe they were $59.95 down from $179.95 !!!! Thank you Jo Mercer Outlet I am SO happy!!! They feel and look beautiful and they come with extra heel caps if I wear them out ; ) Which I will!!! Thank you!! Also, may I add that I'm surprised this simple heel is in the outlet as its so simple and seems like a staple in anyones shoe collection! I'm very shocked they've been put in the outlet! Love love them!
Love their shoes
I love Jo Mercer shoes. I can’t wear too high a heal so being able to shop by heal height really helps. Most of my current shoe collection toon is from Jo Mercer.
Love Jo Mercer Shoes
We don't have a Jo Mercer Store in New Zealand so all my shoes are purchased online.
Always have a great range which is updated frequently. Would buy their shoes anyway as I love them but it certainly makes it more appealing that they always have great promotions/discounts available.
Majority of my footwear is all from Jo Mercer these days. I purchased my favorite ankle boots from here two years ago and I still wear them all the time and get comments on them.
The best shoe store!
Jo Mercer is my favourite shoe store. Product is excellent quality, staff in store are brilliant and when ordering online, delivery is prompt. I have never had an issue with Jo Mercer and in fact, my shoe collection is predominantly Jo Mercer!
Great style great service
Always have great offers constantly updating their range prompt delivery
Love love their range of shoes boots 85% of my shoes are Jo Mercer introduced my daughter in law to Jo mercer footware she now buying as well the age difference between us is 30 years just goes to show the range is for all ages
Haven't looked back since my first pair of Jo Mercer shoes. On line purchase is great for me (nearest outlet 2.5 hours away). Quality outstanding, sizing consistent, delivery fast, clearance specials a steal. Always delighted with my purchases, and browsing through the range always exciting. Thankyou from one very, satisfied shoe lover.
First time online shopping at Joanne Mercerwebsite,easy to navigate, being a very satisfied joanne mercer in store for a lot of years I was very confident with my size but mostly the quality of the shoes .
i love the comments when i ware your shoes
easy as one two three could not be any easier
completely satisfied and delighted with the products
ten out of ten when i ware my shoes every one comments how lovely they are and very classy .
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